Consumer Care & Social Listening Specialist [Remote]

Job Responsibilities:

• Manage and respond to non-medical consumer inquiries across phone, email, online, and social media channels within established SLA timeframes.
• Address sign-up challenges, account issues, coupon concerns, website discrepancies, navigation issues, and Money Back Guarantee inquiries.
• Manage Target.com Q&A inquiries for Gold Bond products.
• Route medical questions and appropriate issues to the pharmacovigilance or medical teams.
• Maintain accurate records of all consumer interactions.
• Monitor Gold Bond social media platforms, including Facebook, Instagram, Twitter, and TikTok, for comments, questions, feedback, and brand mentions.
• Respond to social media inquiries within 24 business hours using approved response matrices.
• Identify and escalate adverse events and product technical complaints through the appropriate AE portal.
• Ensure social media responses comply with company SOPs, pharmacovigilance requirements, legal and regulatory requirements, and platform best practices.
• Collaborate with agency partners using Sprout Social for content moderation and access management.
• Conduct ongoing social listening and brand monitoring across Gold Bond social media platforms and GoldBond.com.
• Monitor consumer sentiment, emerging trends, competitor activity, industry conversations, product feedback, pain points, and unmet consumer needs.
• Prepare weekly or monthly social listening reports highlighting key themes, sentiment trends, and consumer insights.
• Share social listening findings with brand, marketing, and product teams to inform strategy, campaigns, and product development.
• Alert the brand team to trending topics, viral moments, and potential PR issues requiring immediate attention.
• Use social listening data to inform response matrices and anticipate consumer care needs.
• Monitor and respond to low-star ratings under 3 stars on GoldBond.com within 24 business hours using approved response templates.
• Conduct monthly reconciliation with the Pharmacovigilance team on review feedback.
• Manage Bazaarvoice for ratings and reviews collection, monitoring, and syndication across Gold Bond product listings.
• Monitor and respond to consumer ratings and reviews on GoldBond.com, retailer sites, and third-party platforms.
• Track ratings and reviews trends, sentiment, and volume to identify product quality issues and consumer satisfaction opportunities.
• Support new product launches by setting up ratings and reviews collection for newly launched SKUs, coordinating sampling/review generation programs, and preparing FAQs, response matrices, and escalation paths.
• Coordinate with brand and marketing teams to ensure consumer care and ratings/reviews infrastructure is prepared for new product launches.
• Flag and escalate product quality or safety concerns identified through ratings and reviews to pharmacovigilance and brand teams.
• Prepare and deliver monthly pulse reports covering consumer interactions, sentiment, and key metrics.
• Track and report consumer inquiry trends, common issues, and resolution rates.
• Respond to ad hoc reporting requests from the brand team, legal, and other stakeholders.
• Conduct deep-dive analysis of consumer feedback to identify insights and improvement opportunities.
• Share consumer learnings with the brand team to support product development and marketing strategies.
• Follow established multi-channel operating model documentation and SOPs.
• Maintain current knowledge of response matrices and brand guidelines.
• Ensure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirements.
• Participate in required training and maintain annual credentials.
• Serve as the primary consumer care contact for the Gold Bond brand team.
• Coordinate with pharmacovigilance, medical, legal, regulatory, marketing, and external agency teams.
• Escalate issues and adverse events promptly to the appropriate internal teams.
• Align with the brand team on campaigns and initiatives that may impact consumer inquiry volume or content.
• Support agency partners with platform access management and coordination.
• Work approximately 40 hours per week, Monday through Friday, with flexible scheduling and core availability during standard business hours.
• Maintain availability for occasional urgent issues outside standard business hours.
• Work remotely with a reliable internet connection and be located within the United States.

Skills:

• Excellent written and verbal communication skills with the ability to create empathetic, on-brand responses.
• Strong social media expertise, including platform etiquette, best practices, engagement, and metrics.
• Ability to extract actionable insights from social listening data and translate findings into strategic recommendations.
• Strong attention to detail when identifying adverse events, product complaints, and compliance-sensitive content.
• Excellent organization and time management skills with the ability to prioritize multiple tasks and channels.
• Strong analytical and problem-solving skills.
• Comfortable learning and navigating multiple digital platforms and tools.
• Strong compliance mindset and familiarity with pharmacovigilance requirements and regulatory compliance.
• Ability to collaborate effectively with cross-functional teams and external agency partners.
• Adaptability and flexibility in responding to shifting priorities and evolving brand needs.
• Experience with enterprise customer service platforms such as Verint, Genesys, or Medallia.
• Hands-on experience with Sprout Social, Sprinklr, Khoros, Hootsuite, Bazaarvoice, or similar platforms.
• Experience with social listening and brand monitoring platforms such as Brandwatch, Talkwalker, Sprout Social Listening, or Sprinklr.
• Proven experience managing consumer inquiries across multiple channels

Education/Experience:

• BA/BS degree preferred in Communications, Marketing, Business Administration, or a related field.
• Equivalent combination of education and experience will be considered.
• 3–5 years of experience in consumer care, customer service, or community management.
• Experience with enterprise customer service platforms.
• Hands-on experience with Social Media Management Systems and ratings & reviews platforms.
• Experience with social listening tools and brand monitoring platforms.
• Consumer healthcare, pharmaceutical, biotech, or other regulated-industry experience preferred.
• Experience with pharmacovigilance and FDA regulations preferred.
• Experience with consumer-packaged goods (CPG) or over-the-counter (OTC) products preferred.
• Direct experience with Sprout Social and/or Bazaarvoice preferred.
• Fluency in Spanish preferred.
• Must be located in the United States and able to work standard business hours.